Case Study: Southeastern Medical Group achieves improved patient experience and administrative efficiency with Optum

How providers with multiple sites can increase efficiency by evaluating operational, clinical, and administrative processes across the organization.

Southeastern Medical Group, a multi‑clinic provider with diagnostic centers, engaged Optum to determine whether its locations were performing at optimal levels. Optum’s consulting team performed a business process assessment focused on patient throughput, the quality of the patient care experience, staff efficiency and EMR usage, visiting a subset of four clinics and one diagnostic center (from more than 20 sites) to observe patient flow and interview clinicians, administrators and support staff.

Optum used a maturity‑rating assessment of end‑to‑end visit processes to document variations and benchmark clinics against best‑in‑class standards, then delivered prioritized recommendations—short‑term fixes (for example, installing an essential application at all workstations) and longer‑term interventions targeting patient safety, regulatory compliance and operational efficiency. Those changes led to immediate improvements in patient experience, greater administrative efficiency, refined clinical workflows and measurable reductions in patient wait time, with Optum’s roadmap supporting further documentation and coding improvements.

Southeastern Medical Group